Member Service Rep II, Mortgage Loan Originator-CCO

$42,411 - $49,317/Yr

Navy Federal Credit Union - Winchester, VA

Full-time - Entry Level

Winchester, VA

Credit Intermediation and Related Activities

About the position

The Member Service Representative II, Mortgage Loan Originator at Navy Federal Credit Union is responsible for providing exceptional service to members in a high-volume contact center environment. This role involves responding to inquiries about mortgage products and services, processing applications, and ensuring compliance with federal guidelines. The representative will engage with members through various communication channels, offering solutions and promoting additional services to enhance member satisfaction.

Responsibilities

• Provide mortgage information to members regarding products, services, policies and rates.
• Respond to inquiries about mortgage applications, processing status, problems and concerns.
• Review and evaluate mortgage loan applications to ensure viability and compliance with guidelines.
• Implement and update automatic member payment options for mortgage and equity loans.
• Provide member service via phone or other media as available (e.g. email, chat, etc.).
• Protect and verify identity of caller; review account information for alerts and account irregularities.
• Take action and respond to situations indicating potential fraud or abuse.
• Understand and comply with federal and other regulations relating to financial products and services.
• Analyze, research and resolve problems and discrepancies related to member accounts/loans.
• Counsel current prospective members about Navy Federal's products and services.
• Execute first call resolution; may require research, follow-up, return calls.
• Identify opportunities to cross service products and increase product penetration.
• Perform account transactions.
• Initiate fee adjustments and/or other monetary incentives for members within scope of authority.
• Effectively perform all duties required for MSRs - CCO.
• Perform other duties as assigned.

Requirements

• Experience in member/customer service preferably in a call center, retail banking or financial institution.
• Experience in managing multiple priorities independently and/or in a team environment to achieve goals.
• Effective skill in producing desired results and achieving goals and objectives.
• Effective skill maintaining composure in a high production and changing environment.
• Effective skill navigating multiple screens and PC applications and adapting to new technologies.
• Effective skill performing basic mathematical calculations and working accurately with numbers.
• Effective active listening skills to accurately respond to inquiries and account requests.
• Effective skill exercising initiative and using good judgment to make sound decisions.
• Effective skill building effective relationships through rapport, trust, diplomacy and tact.
• Effective verbal and written communication skills.
• Effective skill interacting tactfully and effectively in difficult situations.
• Effective organizational, planning and time management skills.
• Effective skill in resolving member/customer problems.

Nice-to-haves

• Experience in the mortgage lending industry.
• Experience in high volume call center situations.
• Working knowledge of accounting, credit and/or lending principles and techniques.
• Working knowledge of NFCU Contact Center procedures, policies and practices.
• Familiarity with savings and checking products, accounts and services.
• Familiarity with applicable NCUA and federal regulations governing consumer lending, credit cards, mortgage and equity loans, and/or savings and checking accounts.
• Familiarity with NFCU mortgage products, services, programs, policies and procedures.
• Experience in a sales, cross selling or up-selling environment.

Benefits

• Highly competitive pay
• Generous benefits and perks
• Hybrid workplace options
• Career development opportunities